Application of the Interactive Diamond Model to Explore the Effectiveness of VoIP in an Enterprise
| Autor: | Li-Yu Lu, 呂禮有 |
|---|---|
| Rok vydání: | 2015 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 103 As the trend of globalization spreads across industries, enterprises face increasing challenges in communicating with affiliates, suppliers, and customers by using the expensive traditional telephone service. Information technology has become imperative for enterprises to reduce costs and improve communication efficiency to maximize profits. This study reviews the literature and provides a case analysis on Leavitt’s (1964) diamond model as the theoretical foundation to understand companies’ strategic plans on providing voice services by using new technology, and to identify the success factors for the implementation of such technology. Enterprises can reference the success factors as operational goals to obtain competitive advantage. The results show that when companies introduce new information technology, people, tasks, and the organizational structure will change. This insight validates the relationship among these four components of the diamond model of interactive influence. Enterprises must develop holistic strategies and appropriately allocate resources and adjust the structure of the four dimensions to ensure successful implementation. Finally, the analysis results of this case study suggest that businesses should take the following into consideration when implementing a new system: a) The ability to clearly define objectives and project team skills is critical. b) Executives’ support and commitment are crucial. c) System design should minimize user resistance. d) Changes in the organizational structure influence the choice of technology to be implemented. This study recommends four practices: a) Use voice cost analysis reports. b) Implement a voice monitoring mechanism and define voice service key performance indicators (KPIs). c) Apply voice infrastructure operations management. d) Consider future integration and scalability. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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